Data

Customer safety

Group-wide safety performance

Group-wide safety performance (graph)
  08/09 09/10 10/11 11/12
Passenger injuries per million miles 5.31 4.49 4.34 4.16
Vehicle collisions per million miles (excludes UK Rail) 21.3 19.7 18.8 16.5
SPADs (Cat A) per million miles 0.63 0.58 0.68 0.70
Passenger fatalities 6 8 5 5

Footnote definitions

  • Passenger injuries - All reported events within FirstGroup controlled locations. This includes injuries sustained while embarking or disembarking at any location, including those controlled by third parties
  • Vehicle collisions - First vehicle contact with another vehicle (including bicycles and motor cycles), stationary object, pedestrian or large animal (e.g. bear, deer)
  • SPADs - A Category A SPAD is where a stop signal was displayed correctly and in sufficient time for the train to stop safely at the signal irrespective of location.

Customer satisfaction

Overall customer satisfaction scores for Bus operations (% satisfaction) (graph)

Overall customer satisfaction scores - Bus operations (% satisfaction)

Company 2010 2011 2012
UK Bus 80% 81% 82.7%
First Transit 84% 85% 88.8%
First Student 77.5% 81.6% 82.7%

Footnote: In the UK our surveys gather feedback from the travelling customer. In First Transit and First Student the survey respondents are our contract customers.

Overall opinion of journey scores UK Rail (% satisfaction) (graph)

'Overall opinion of journey' scores - UK Rail (% satisfaction)

TOC Spring 09 Autumn 09 Spring 10 Autumn 10 Spring 11 Autumn 11
FCC 76 75 76 76 78 80
FSR 89 90 90 86 86 89
FGW 81 82 83 82 82 83
FTPE 87 89 87 87 89 84
National average 81 83 83 84 84 84

Source: National Passenger Survey

First Vehicle Services - overall value of services (graph)

First Vehicle Services - overall value of services

  Spring 10 Autumn 10 Spring 11 Autumn 11
Overall value of service 8.80 8.82 9.09 8.97

score out of ten

Service performance

Punctuality and reliability of UK Bus

Punctuality and reliability of UK Bus (graph)
  09/10 10/11 11/12 Target
Average punctuality of the UK Bus fleet 91% 90.5% 92.2% 95%
Average reliability of the UK Bus fleet 98.6% 98.6% 99% 99.5%

Punctuality = How often the bus arrives on time (i.e. up to 1 minute early and 5 minutes late)

Reliability = The number of scheduled services operated

Train company PPM performance against target (%) expressed as a moving annual average (graph)

Train company PPM performance against target (%) expressed as a moving annual average

  09/10 10/11 11/12 Target
First capital Connect 89.4% 89.4% 90.0% 90.9%
First Great Western 92.4% 90.3% 90.6% 92.2%
First ScotRail 90.6% 90.1% 90.7% 91%
First TransPennine Express 92.2% 91.1% 93.3% 91.9%
First Hull Trains 81.4% 82.2% 81.7% 86.2%

National Average 2012 = 91.6%

PPM: Department for Transport Public Performance Measure (a combination of punctuality and reliability)

First Transit: On-time performance
  08/09 09/10 10/11 11/12 Target
First Transit: On-time performance 95.3% 96% 96.38% 96.3% 95%
Service cancellations (% of scheduled service) 0.20% 0.12% 0.09% 0.07% 0%
Greyhound: On-time performance
  09/10 10/11 11/12 Target
Greyhound: On-time performance 88.2% 87.1% 89.1% 90%

Service performance data: First Vehicle Services

Service performance data: First Vehicle Services (graph)
  08/09 09/10 10/11 11/12 Target
Availability of fleet 97.4% 97.6% 97.2% 97.5% 95%
Preventative maintenance completed on time 94.8% 97.1% 97% 99.4% 95%
Vehicles requiring rework 0.016% 0.021% 0.091% 0.08% Less than 0.2%
Vehicles requiring road call 2.8% 2.3% 2.58% 2.16% Less than 4%

 

 

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